IT Manager (Managed Services)

About ICE Consulting:

ICE Consulting is a privately owned leading Managed IT Services company (Managed Service Provider). Since 1997 we have specialized in providing managed IT services and managed security services for our clients. which are made up of small to medium-sized enterprises. We are looking for highly passionate individuals to join our team to help and drive the growth and success of our company.

Job Description:

As an IT Manager at ICE Consulting, you will play a pivotal role in providing exceptional IT services to our clients. You will be responsible for managing IT accounts, overseeing IT infrastructure, and ensuring our clients' technology needs are met with efficiency and excellence. The ideal candidate will have a strong background in IT infrastructure, experience in customer success management (CSM), and a proven track record of managing IT accounts in a fast-paced environment. This role requires excellent multitasking skills and a deep understanding of managed services.

• Responsibilities:
• Manage and oversee the delivery of IT services to clients, ensuring adherence to service level agreements (SLAs) and quality standards.
• Provide excellent customer services for value added Manage Service Provider services to existing clients that exceeds SLA commitments.
• Help promote Manage Service Provider services to potential clients.
• Be champion for collaboration to all engineering teams  for all client operational and project related objectives
• Act as the primary point of contact for all client IT needs, developing strong, strategic relationships with each client. Understand and align IT services with their business objectives and needs.
• Lead a team of IT professionals, including engineers and technicians, to deliver exceptional service to clients.
• Develop and maintain strong relationships with clients, understanding their business needs and providing strategic and tactic IT guidance.
• Collaborate with internal teams to continuously improve service delivery processes and procedures.
• Monitor and analyze IT infrastructure performance, identifying areas for optimization and improvement.
• Ensure compliance with industry standards and best practices in IT service management.
• Provide leadership and mentorship to team members, fostering a culture of continuous learning and development.
• Manage the financial aspects of client engagements, including budgeting, forecasting, and cost management.
• Stay informed about emerging technologies and trends in IT infrastructure, recommending innovative solutions to clients.

• Bachelor’s degree in information technology, Computer Science, or related field.
• Minimum of 7 years of experience in IT infrastructure management, preferably in a managed services environment.
• Proven experience in customer service management, with a focus on client satisfaction and retention.
• Strong technical background in IT infrastructure technologies, including networking, servers, storage, and virtualization.
• Experience with IT service management (ITSM) tools and processes, such as ITIL.
• Excellent communication and interpersonal skills, with the ability to effectively interact with clients and internal teams.
• Strong leadership and team management skills, with the ability to motivate and inspire team members.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
• Certifications such as ITIL, PMP, or relevant vendor certifications (e.g., Cisco, Microsoft) are a plus.

Join ICE Consulting and be part of a dynamic team dedicated to delivering exceptional IT services to our clients.